---
description: Detailed reviews on ServiceNow Customer Service Management based on features, pricing, usability, and ratings. Get a quick overview advantages and disadvantages. Compare ServiceNow Customer Service Management with similar products.
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title: ServiceNow Customer Service Management Reviews, Prices & Ratings | GetApp Canada 2026
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# ServiceNow Customer Service Management

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> ServiceNow Customer Service Management (CSM) is a comprehensive product designed simplify and improve the customer service experience. With CSM, companies can streamline their processes, automate their workflows, and provide self-service options for customers to engage on their channel of choice.
> 
> Verdict: Rated **4.4/5** by 151 users. Top-rated for **Likelihood to recommend**.

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## Overview

### Key benefits of ServiceNow Customer Service Management

ServiceNow Customer Service Management (CSM) is a comprehensive product designed to help businesses deliver a seamless customer experience. With CSM, organizations can streamline their processes, automate their workflows, and provide exceptional customer service experiences. Here are some of the key benefits:

Self-Service
CSM also offers powerful self-service capabilities, enabling businesses to empower customers with the ability to resolve their own issues. With CSM, businesses can provide customers with a self-service portal, where they can access information, submit requests, and track the status of their cases. This approach can improve customer satisfaction, reduce wait times, and free up agents to focus on more complex issues.

Automation
CSM also offers powerful automation capabilities, which can significantly reduce the time it takes to resolve customer issues. With CSM, businesses can automate repetitive tasks, such as case routing and status updates. This approach can free up agents to focus on more complex issues, improve customer satisfaction, and reduce resolution times.

Work Order Assignment
Another benefit of CSM is its ability to streamline work order assignment. With CSM, businesses can assign work orders to agents automatically, based on skills, availability, and workload. This approach can help businesses optimize their resources, improve agent productivity, and reduce resolution times.

Case Management
CSM also offers powerful case management capabilities, enabling businesses to manage and resolve customer issues quickly and efficiently. With CSM, businesses can track case status, assign tasks, and collaborate with team members in real-time. This streamlined approach can improve agent productivity and customer satisfaction.

Omni-Channel Communication
One of the key benefits of CSM is its ability to enable omni-channel communication between customers and agents. With CSM, customers can connect with agents through various channels, including email, phone, chat, social media, and more. This approach allows businesses to engage with customers in the way they prefer, which can improve customer satisfaction and reduce wait times.

Playbooks for CSM
Another powerful feature of CSM is the Playbooks for CSM module. This module enables agents to request information to/from clients, create tasks for team members, and visualize the entire case process lifecycle on a unified platform. This streamlined approach can help agents resolve issues more efficiently, leading to increased productivity and improved job satisfaction.

Early Detection
CSM also offers early detection capabilities, enabling businesses to identify and address problems before customers are even aware of them. With CSM, businesses can monitor case activity, track trends, and identify potential issues early on. This approach can help businesses avoid negative feedback, reduce the impact of issues on their customers, and improve brand loyalty.

Analytics and Reporting
CSM also offers powerful analytics and reporting capabilities, enabling businesses to gain valuable insights into their customer service operations. With CSM, businesses can track key metrics, such as case volume, resolution times, and customer satisfaction. This data can help businesses identify areas for improvement, optimize their processes, and make data-driven decisions.

In conclusion, ServiceNow Customer Service Management is a powerful platform that can help businesses improve their customer service in a variety of ways. With its powerful features, including omni-channel communication, work order assignment, case management, automation, self-service, early detection, and analytics and reporting, CSM can help businesses provide exceptional customer service experiences, improve agent productivity, and drive growth and success.

## Quick Stats & Ratings

| Metric | Rating | Detail |
| **Overall** | **4.4/5** | 151 Reviews |
| Ease of Use | 4.1/5 | Based on overall reviews |
| Customer Support Software | 4.2/5 | Based on overall reviews |
| Value for Money | 4.1/5 | Based on overall reviews |
| Features | 4.3/5 | Based on overall reviews |
| Recommendation percentage | 80% | (8/10 Likelihood to recommend) |

## About the vendor

- **Company**: ServiceNow
- **Location**: Santa Clara, US
- **Founded**: 2012

## Commercial Context

- **Pricing Details**: Contact ServiceNow for pricing details.
- **Target Audience**: 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+
- **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile)
- **Supported Languages**: Brazilian Portuguese, Chinese, Czech, Dutch, English, European Portuguese, Finnish, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish
- **Available Countries**: Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Argentina, Armenia, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Belarus, Belgium, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana and 173 more

## Features

- AI Copilot
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Application Management
- Assignment Management
- Automated Routing
- Business Process Automation
- CRM Software
- Call Center Management
- Call List Management
- Call Monitoring
- Call Reporting
- Call Routing
- Call Tracking Software
- Call Transfer

## Integrations (12 total)

- 3CLogic
- Bright Pattern
- Five9
- Jira
- Medallia Experience Cloud
- Microsoft Teams
- SightCall
- Sprinklr
- Talkdesk
- TenFold
- Vonage Business Communications
- Webex Suite

## Support Options

- Email/Help Desk
- FAQs/Forum
- Knowledge Base Software
- 24/7 (Live rep)
- Chat

## Category

- [Issue Tracking Software](https://www.getapp.ca/directory/580/issue-tracking/software)

## Related Categories

- [Issue Tracking Software](https://www.getapp.ca/directory/580/issue-tracking/software)
- [Customer Engagement Software](https://www.getapp.ca/directory/650/customer-engagement/software)
- [Knowledge Management Software](https://www.getapp.ca/directory/257/knowledge-management/software)
- [Customer Communications Management Software](https://www.getapp.ca/directory/1139/customer-communications-management/software)
- [Data Analysis Software](https://www.getapp.ca/directory/1129/data-analysis/software)

## Alternatives

1. [Salesforce Sales Cloud](https://www.getapp.ca/software/90378/salesforce) — 4.4/5 (18768 reviews)
2. [LiveAgent](https://www.getapp.ca/software/91301/liveagent) — 4.7/5 (1753 reviews)
3. [Freshdesk](https://www.getapp.ca/software/10317/freshdesk) — 4.5/5 (3408 reviews)
4. [Zendesk Suite](https://www.getapp.ca/software/9448/zendesk) — 4.4/5 (4072 reviews)
5. [LiveChat](https://www.getapp.ca/software/8385/livechat) — 4.6/5 (1715 reviews)

## Reviews

### "ServiceNow Ticket Management Tool" — 5.0/5

> **Balaji** | *December 9, 2019* | Banking | Recommendation rating: 10.0/10
> 
> **Pros**: The best tool for ticket/incident management for a large enterprise organization. It can create and tickets delegating it to individual groups so that  it can be look at promptly for resolution.
> 
> **Cons**: No there is nothing I dislike about this software as it has made my life easy for raising ticket against team and also receiving issues from my application users and provide faster resolution
> 
> The experience has been fantastic so far. We have been able to resolve tickets that comes to us with a quicker turnaround time since it directly comes to our queue.

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### "Incident management made easy" — 4.0/5

> **Gladman** | *May 24, 2019* | Nonprofit Organization Management | Recommendation rating: 10.0/10
> 
> **Pros**: It is easy to use. Has a functionality for knowledge base which can be used when customer service agents are helping customers. You can add people on the watch list so that they are in the loop of what is happening
> 
> **Cons**: Creating a new incident from the system is a bit of struggle. The option is not visible
> 
> All customers are saved as there is no risk of custimer service agent forgeting about the incident reported by a client as the system records every incident. Gives customers power to reopen an incident should they feel that they have not been assisted to their satisfaction

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### "Horrible customer experience" — 3.0/5

> **Colleen** | *January 2, 2019* | Cosmetics | Recommendation rating: 2.0/10
> 
> **Pros**: -can search to find topics
-can customize search for tickets and service request
-can excel tickets and customize the information 
-if you developers access you can create reports
-receive email confirmation and when tickets are updated
-can uploads images and video
> 
> **Cons**: -when creating a service request the user cannot specify the name. First a request is created \[sc\_request\] then automatically a requested Item is created \[sc\_req\_item\] with a default title which is extremely confusing
-only the user who created Incidents can reopen Incidents
-only the user who created Incidents can then link to previously closed incidents
-if you don't have developer access you can only see the tickets you created and need other users to add you as a watcher to the ticket
-Incidents cannot be changed into Service requests, and those changes can't be tracked. (example to change a Incident into a service request a Incident must be closed and Service request opened)
-IT Portal view doesn't save views, views are only saved for that session
> 
> My overall experience maybe a little clouded because I am using Service Now through a third party vendor who handles our IT (cognizant) and some of the missing features maybe due to this. I have been using Service now for almost a year to not only track minor IT issues (example requesting new monitors, issues with WIFI ect) but also updates and builds to our website and ERP System. Overall I would not recommend Service now for the later especially in large corporations across multiple subsidiaries as this doesn't give companies the tools accurately implement builds. 

Unfortunately due to the lack of tools in Service now (or how our vendor restricts these tools) our company had to resort to managing these builds outside service now and update once complete. 
Rather you need a system like JIRA where users can easily assign issues for QA testing and allow anyone to reopen tickets.

-----

### "CIS of ServiceNow" — 5.0/5

> **Antonio** | *March 5, 2018* | Recommendation rating: 10.0/10
> 
> **Pros**: You can integrate in the Customer Service Management Side, differents process like Case Management, Field Service, and inclusive Sales Force (Using a Plugin) in a single system of records. That gives you the oportunity to manage the main need from the CRM in order to give support of the needs of your clients using differents channels (Web Portal, Email, Chat, Phone, Mobile Apps).
> 
> **Cons**: In order to cover the need for a CRM solutions some customization may be completed, normally with plugins available into the ServiceNow Instance,
> 
> Expand the uses of the ServiceNow Instances, initially oriented to the ITSM main process (Incident, Problem, Change, Asset, CMDB) to the Customer Support side,

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### "It's a great tool to use for Customer Service Managemet" — 5.0/5

> **Jonathan** | *April 6, 2018* | Financial Services Software
> 
> **Pros**: ServiceNow is an easy tool to use because it's intuitive and has a lot of options for cutomize, so as a user you can configure what you need.
> 
> **Cons**: Maybe you can find as a Con the price of this great tool, thera a a lot of tolls that are free on Internet, but you won't have the support ServiceNow gives to this module\!

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## Links

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| en-AU | <https://www.getapp.com.au/software/2058097/servicenow-customer-service-management> |
| en-CA | <https://www.getapp.ca/software/2058097/servicenow-customer-service-management> |
| en-GB | <https://www.getapp.co.uk/software/2058097/servicenow-customer-service-management> |
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| en-ZA | <https://www.getapp.za.com/software/2058097/servicenow-customer-service-management> |

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